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How to approve, edit, or discard the AI's response from the notification

When the AI suggests a response and waits for your OK, approve, edit, or discard it right from the notification, without opening the app.

2 min readBasicUpdated on November 12, 2026

Video lesson coming soon. For now, follow the steps below.

On this page

In the mode where the AI suggests and the team approves, every response waits for someone to check it. The notification arrives on your phone already with the suggested response and three actions. If it looks good, one tap sends it to the customer.

Before you start

  • Notifications need to be turned on for this phone, with Approvals turned on in What to notify about.
  • This applies to companies or numbers in AI mode with team approval.
  • On some devices, you need to unlock your phone to complete the action.

Step by step

  1. Step 1:

    When the notification arrives with the suggested response, press and hold the notification (or pull it down) to see the actions: Approve and send, Edit and Discard. The customer and response in this example are fictional.

  2. Step 2:

    If the response looks right, tap Approve and send. Your phone confirms with Response sent.

  3. Step 3:

    To adjust the text first, tap Edit: the app opens the conversation, with the response ready for you to change and send.

  4. Step 4:

    If the response doesn't work, tap Discard. Nothing gets sent, and you can reply your own way through the conversation.

How to know it worked

The approved response reaches the customer and appears in the conversation. The discarded one disappears from the approval queue without being sent.

If something goes wrong

The message This response has already been resolved appears.

Someone else on the team already approved or discarded it. Open the conversation to see what was sent.

The message Couldn't complete this action appears.

There was no internet connection or the session expired. Tap the notification to open the conversation and approve it there.

The notification doesn't show the three actions.

Press and hold the notification or pull it down. If the actions still don't appear, open the notification: the approval option is in the conversation.

I'm not getting these notifications.

Turn on Approvals in What to notify about, on the Notifications screen, and check that notifications are turned on for this phone.

Next step

Reply to a customer directly from the notification.

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